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Clinical Workforce Manager in Knoxville, Tennessee, US at TeamHealth

Date Posted: 2/4/2020

Job Snapshot

Job Description

Job Overview

Responsible for managing contact center workforce management activities for complex 24/7/365 medical call center. Generates forecasting and scheduling solutions to support business requirements. Generates and provides strategic direction for forecasting and the overall staffing function of the contact centers, including but not limited to workforce planning, site forecasting accuracy, long and short-term staff planning, schedule optimization, shrinkage management and capacity planning. Optimization of financial efficiencies based on cost-effective contact center strategies and solutions by monitoring staff activities and assisting center management and supervision with adherence impacting issues.  The Workforce Manager reports directly to the Director of Clinical Services.

Essential Functions

  • Administration of set up and utilization of KRONOS Scheduler software and ACD reporting including but not limited to daily/weekly/monthly/annual metrics and statistics
  • Analyze reporting, staffing and scheduling procedures and/or structure on an ongoing basis to ensure maximum effectiveness and efficiency
  • Act as liaison with center management to deliver effective staffing and scheduling strategies.
  • Validation of input/output of Workforce management tool(s)
  • Proactively provides WFM and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & staffing strategies
  • Monitor and review inputs and outputs for process improvement recommendations and changes
  • Oversight of proactive scheduling of discretionary activities such as PTO, training, meetings, overtime and under time, and all other off phone activities
  • Managing real-time statistics to ensure that THMCC metrics and standards are within goal(s) and SLAs.


Job Requirements

Job Qualifications

  • Minimum 2 years Workforce Management experience in a call center environment preferred.
  • KRONOS Scheduler experience strongly preferred.
  • Advanced Workforce Management skills.
  • Thorough knowledge of Call Center Metrics and their impact of daily operations.
  • Ability to work both independently and as a contributor.
  • Strong working knowledge of MS Office applications (Excel/ Word/ PPT) required to provide performance results and analysis.
  • Demonstrated ability to communicate effectively (written and verbally).
  • Effective time management and organizational skills.
  • Ability to analyze data to identify trends and anomalies.
  • Effective problem solving skills.

Physical/Environmental Demands

  • Duties are performed in a modern office setting.
  • May require occasional work in the evenings and on weekends.
  • Prolonged sitting, with prolonged work on a PC.
  • Carries a cell phone for urgent and support needs.
  • Moderate to high stress level.

This position may require manual dexterity and/or frequent use of the computer, telephone, 10-key, calculator, office machines (copier, scanner, fax) and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule and/or more than five days per week.

This enumeration of essential functions in this job description neither states nor implies that these are the only duties to be performed by this employee.  Performance of other nonessential duties may be requested by the supervisor.